Warranty Claim & Repair Request: Start HereUpdated 3 hours ago

If something is not working as expected, please use the Ridewave Warranty Claim & Repair Request form. It is the right starting point whether you believe there may be a warranty fault, need technical help, are seeking a replacement part, or have a product that is outside its warranty period.

You do not need to decide the outcome before contacting us. Our team will review the product details and evidence, then advise the most appropriate next step.

When to use the form

Please use the form for:

• a possible manufacturing or component fault;
• motor, pedal-assist, throttle, display, light, battery or charger concerns;
• a mechanical issue with brakes, gears, wheels, folding hardware or an accessory;
• a request for a replacement part;
• a repair enquiry after the warranty period; or
• a question about whether a local bike shop can assist.

For shipping damage or a missing item on arrival, use the same contact route but make it clear that the issue happened in transit. Please keep the carton and take photos of the shipping label and damage. Transit damage is assessed through the freight and transit-insurance process rather than as a standard product-warranty claim.

What to include

The more clearly we can see the issue, the faster we can assess it. Please include:

1. Your order number or proof of purchase; 2. The product model and, where accessible, serial number; 3. A brief description of what is happening and when it began; 4. Clear photos and a short video where useful; and 5. Any recent impact, water exposure, third-party repair, service or modification.

For a battery or charger concern, do not charge or use the item if it is swollen, damaged, unusually hot, wet, leaking, smoking or has a burning smell. See the battery-safety guidance in the Troubleshooting & Maintenance category for urgent safety information.

What happens next

Submitting the form starts an assessment. It does not automatically confirm warranty coverage, a free repair, replacement part, refund, reimbursement or a particular turnaround time.

Depending on the assessment, we may ask for clearer evidence, provide safe troubleshooting guidance, supply a replacement part, recommend routine servicing, arrange approved local-repair support, or provide a paid repair/parts option where appropriate.

Please do not authorise third-party work for a possible warranty issue before Ridewave confirms the approach in writing. This allows us to review the issue and any proposed costs before work begins.

Need help?

If you cannot access the form, contact Ridewave, call +61 468 095 888, or email [email protected].